Bruegger's Bagels — Restaurant in Temecula

I usually have only good things to say about my experiences at this Bruegger's location. However, today was the first time where I felt like they need to be retrained in customer service. The service here has gone down dramatically over the years -- let me explain. I have a coupon that reads the following:

"3 Free Bagels. No purchase necessary. Cream cheese not included. Limit one coupon, per customer, per visit. Not valid with any other offer or discount. Does not include specialty bagels. Excludes tax and gratuity. No cash value. Valid at all Orange County and Riverside County Bruegger's Bagels locations."

That is literally every line of text on this coupon. So when I presented this coupon to the cashier, they told us that this was only good for, "Three bagels in a bag." Well, our three bagels were in a bag. Confused, I asked for a little clarification. The lackluster explanation was that they can't honor it because it was sliced, toasted and had cream cheese. Well I was fully prepared to purchase the cream cheese on them. We told her that we will pay for the cream cheese since it wasn't included with the coupon. She said that that wouldn't work. It has to be three bagels literally tossed in the bag, and that having it sliced and toasted was an additional $1.79 each bagel. Nowhere on the coupon does it say that I can't have it sliced and toasted, and simply pay for the extra cream cheese. I ended up being charged for all three bagels with the cream cheese when it should've been free plus the charge for the cream cheese. This is a prime example of false advertising and a classic example of terrible customer service. The fact that I can't just pay for the cream cheese is ridiculous. She could've just used the coupon for the bagels, and charged me for cream cheese on another tab. I swiftly contacted corporate and filed a complaint of misleading the customer, and poor customer service. What's the purpose of having coupons when the location it was intended for doesn't even honor it? I don't think I'll...

Ordered a sandwich (first) and a dozen bagels to go (after eating my sandwich). The sandwich was OK. WAY too much cream cheese. The bagels to go were for an office brunch and the overwhelming comment was that they were "bready" like a grocery store bagel, and did not have that essence of bagel or the right texture. I've gotten bagels here fairly regularly before and something definitely changed (besides the prices, which have gone up quite a lot). But I'm willing to say it was a fluke and maybe someone forgot a step, because every other time they've been good.

Every time I go in here I seem to get a staff member with a bad attitude (not something I regularly experience other places), some people won't even look at you and mumble at their shoes. The nice gentleman who used to manage the place is gone and the people in there now act like you're annoying them when you order.

Finally, the line management is super poor and holds the store up during busy times. If I'm going through and just want to order bagels, I end up stuck behind people who have large qty hot food orders almost every time, and the staff will stand there making the hot food, not looking at or addressing the customers. Since there is no ordering on the app, the line is way longer than it needs to be if people buying just bagels are stuck in the same line as hot food orders, and there's no prioritizing going on.

Sadly, still the best bagels this side of town, but that's more a commentary on the lack of selection than anything in Bruegger's...

Sunday January 22 @ 7:10am First time customer. The sandwiches were very good but where they seriously fall short at is customer service, etiquette, and awareness. I can understand this going by the wayside if you’re slammed with customers but if there is only 2 customers in the store it’s not hard to smile at people, say “Good morning!”, and make your customers feel welcome. If you notice someone staring at the menu longer than usual comprehend that they may be a new customer, or have vision problems, and ask stuff like “have you been here before?” “Point out that there are 2 different menus.” “and ask if they have questions about the menu”. Instead of getting annoyed that a person is standing there and telling them to go sit down. Although I enjoyed the food they gave me no reason to drive an extra 10 minutes past my usual breakfast sandwich spot even though they serve a superior product simply because their customer service & etiquette is far inferior. If you’re a place that serves breakfast you are often the first people customers see & interact with that day. That gives you an opportunity to serve a lot more than food. You can make someone’s entire day start off positive. Coming here made me realize that the food is not why I like my usual breakfast sandwich place so much. They are just great at making their customers feel like they...